"Terrible reception staff"

On receiving a call on Monday morning from mum, I attended the surgery to make an emergency appointment. I was met by a receptionist who, was rude and was refusing to make my mum an appointment and was told “I don’t make appointments here, you have to call”. I explained the symptoms to her and asked for a doctor to call and speak to mum. I was told by the reception she was not going to make an appointment and to take mum to a&e! I again explained that this was not necessary and would like the doctor to call. The receptionist replied with “well why? The doctor will tell you to attend a&e” to this I replied with “well if the doctor says this then we will go” again, she was rude and said “you are taking up someone else’s appointment” to which I replied “I don’t care, she is 79 years old and needs to speak to the doctor.”(mum has a note on her file that she is only able to make appointments at the desk). After her speaking to her line manager, she agreed to make the phone call from the doctor however, I was then informed that she was adding to the notes that I am refusing to take my mother to a&e. to this I replied with “if the doctor says she needs to go we will go”. She was not helpful, rude and very disrespectful to an older patient who rarely goes to the doctors. The doctor was lovely on the phone and my mother was told that she did not need to attend a&e and could not understand why the receptionist advised this. We have been patients at this practice for many years and find it awful that old people, who don’t have access to the Internet have to struggle to get an appointment. Luckily the doctor was understanding and gave mum a face to face appointment 2 hours later. Imagine I took her to a&e and sat there for 7,8,9 hours just for some antibiotics that have worked?! It’s ridiculous to have even suggested this without mum being seen. I did get a little irate as I find it disheartening that people, especially elderly are treated this way. Mum attended the appointment and did not know how to use the log in system for appointments and explained this to the security guard who, was sat doing nothing, and she needed some help. He did not listen and she was told “you have to log in on there” luckily, another patient kindly helped my mum as she would have been late for her appointment. This was absolutely disgusting and unacceptable as some patients are older and do not use media or apps as such. I would never attended a&e unnecessarily unless a doctor said we should. I do feel like the receptionist did not need to advise this as she is not medically trained. I attended at 8.10am and was rather annoyed at the “you are taking someone else’s appointment” comment. I am fully aware there are certain amounts of appointments however, to be treated like that for an elderly lady is appalling. The doctor was great and extremely helpful.